Using social media to innovate service delivery – one size does not fit all

OPSI Archive Posts

When I think about social media use to improve service delivery, I intuitively think about the likes of Apple, Google or Amazon. And the way in which they use people’s own social media footprint as an advertising space (surely I am not the only one who at least once posted that message Amazon suggests after your purchase, the one that lets you share your purchase with your Facebook friends and Twitter followers). But actually my whole service environment taps into social media to improve their services, not only the Internet heavyweights. Take the world’s main retailers – WalMart, Tesco, Carrefour …